Open Text Corporation Hiring for Manager, Production Support at Waterloo, ON Full Time

Waterloo, ON, CA

OPENTEXT – THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity:
The Technical Support Manager will oversee and lead resources supporting customers within OpenText’s Managed Services, clients who have outsourced their mission-critical e-commerce function to OpenText. This includes 7x24x365 transaction monitoring, reporting, and troubleshooting as well as incident and problem management in a hosted services environment. The manager will be a point of escalation for internal and external issues.

The manager will ensure support objectives are achieved including customer satisfaction, employee satisfaction, team service levels (achieving our initial response and resolution SLA’s and providing timely customer updates for all open issues), and maintenance of minimal backlog. This person will also be expected to help establish team and individual goals for the technical support team and perform regular and yearly performance appraisals.

In addition, there will be an expectation to adhere to incident management procedures, follow the change control process, address customer escalations, follow and guide customer support best practices, team development, ensure best support practices are being followed, and drive problem avoidance and work reduction initiatives.

They will also work closely with Customer Support counterparts, Operations, Engineering, Profession Services, and Delivery Management resources.

You are great at:
Proven track record of delivering exceptional service and passion for customer support.

2-4 years of demonstrated success performing the responsibilities listed for this role.

Ability to lead the team in achieving the day-to-day tasks to meet/exceed our SLA’s.

Drive continuous improvement throughout team and organization

Flexibility in work schedule that includes working extended hours, weekends, and holidays.

Ability to handle customer escalations on a 24X7 basis

Maintaining excellent working relationships with our customers and understanding their business requirements is essential for this job.

Bachelors degree in computer science, engineering, business administration, or related field or relevant work experience.

Technical customer support experience with e-commerce, B2B services, and/or EDI desired.

Excellent MS Office skills including Outlook and Excel.

Excellent written and verbal communication skills.

Financial services, manufacturing, or retail industry experience preferred.

ITIL certification is a plus

What it takes:
Exercises good judgment by making sound and well-informed decisions; perceives the impact and implications of decisions; makes effective and timely decisions, even when data is limited or solutions produce unpleasant consequences; is proactive and achievement-oriented.

Identifies and analyzes problems; distinguishes between relevant and irrelevant information to make logical decisions; provides solutions to individual and organizational problems. Develops reasonable options for solutions when required for decision making.

Inspires, motivates, and guides others toward goal accomplishments; develops and sustains cooperative working relationships.

Understands and appropriately applies procedures, requirements, regulations, and policies related to specialized expertise. Uses knowledge that is acquired from formal training or extensive on-the-job experience to perform one’s job; works with understands, and evaluates technical information related to the job.

Using performance management process ensures staff are appropriately selected, developed, appraised, and rewarded; takes corrective action when required.

Expresses facts and ideas in writing and presentations in a clear, convincing, and organized manner.

Demonstrates a passion for customer excellence and responsiveness. Delivers the highest quality of service and support to one’s customers. Demonstrates that one’s customers are the day-to-day top priority.

Demonstrates high integrity, ethical behavior, honesty, fairness, and trustworthiness in all business interactions. Sets clear objectives with defined results and holds self-accountable to meet them.

Embraces and promotes change. Open and receptive to new ideas. Seeks to invent new and better ways to better meet customer and company needs.

Sets and drives aggressive pace to respond to customer needs and deliver results. Executes consistently and delivers with energy, speed, and the desire to win.

Collaborates and cooperates with team members, both functionally and cross-functionally, to achieve common goals. Openly shares ideas and knowledge with team members. Dedicated and committed to one’s team and its collective success.

While OpenText is an Equal Opportunity Employer, our efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact [email protected]).